LATEST UPDATE: 07/23/2025 (July 23rd, 2025): Man, what a last few weeks we've had. Well, we're happy to say that the issues have been fixed, and all services should be back to normal now. We have an incredible backlog of tickets related to this, so please be patient while we work hard over the next few days to respond to all of these (if a response is still necessary, as the issues you reported are likely now fixed). Impacted users will also be given a free month of service. Please keep an eye on your email inbox over the next few days for instructions on how to claim and a more detailed write up about the incident and issues we faced during the migration to Amsterdam.
UPDATE: 07/21/2025 (July 21st, 2025) 11PM EST: Service quality and the network degradation issues has been fixed for many, with the process still underway for the rest. IncogNET Shared Hosting, VPN and DNS services should now also be back to pre-migration levels of stable, with progress currently being made on the VPS customers (though many should already be experiencing pre-migration stability.). Please give us another 16-24 hours to fully resolve this. When this maintenance window closes after completion, we will once again update this announcement as well as contact users with Amsterdam based services to notify them.
UPDATE: 07/21/2025 (July 21st, 2025) 11AM EST: New emergency maintenance underway. We believe this will be the solution to the issues experienced. Please be patient over the next several hours while we perform this, and expect complete service disruption while we proceed. An email has been dispatched (but perhaps not yet received, as they send out in short spurts) to notify impacted users.
UPDATE: 07/18/2025 (July 18th, 2025) 4PM EST: Maintenance finished. Component that arrived from the manufacturer today was DOA, preventing the device to boot after we completed a swap. Reverted back to the old component and previous state of service. Having planned for this (or similar) possibility, we have a new plan to return things to their previous production quality levels. More on that soon.
UPDATE: 07/18/2025 (July 18th, 2025) 12PM EST: Undergoing additional emergency maintenance in our Amsterdam POP to address service degradation. The last maintenance window was successful for fixing some, but not all of the network related issues. We are hopeful this new maintenance window will correct any remaining issues. Unfortunately this does require all services to once again go offline during this period.
UPDATE: 07/15/2025 (July 15th, 2025) 6:45AM EST: Maintenance was performed as described below. Things have improved greatly but are not yet satisfactory. We are continuing to review and monitor the situation and you should expect some additional outages related to our maintenance.
UPDATE: 07/15/2025 (July 15th, 2025) 6AM EST
Maintenance complete. All impacted services -should- be back online at this time. We'll be monitoring everything closely for any issues that may arise. Go to the URL below for recent updates should anything change.
UPDATE: 07/15/2025 (July 15th, 2025) 3AM EST
Yesterday's emergency maintenance was delayed due it being required after the the normal staffing hours of the datacenter's remote hands staff. Amsterdam is now offline with the maintenance underway.
UPDATE: 07/14/2025 (July 14th, 2025) - 1:45PM EST
FedEx has delivered the components to the datacenter. Emergency maintenance will begin shortly.
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Many customers have reported network stability issues, high packetloss, inconsistent or slow network speeds as well as unexpected/unannounced VM reboots after the migration from Naaldwijk to Amsterdam.
Unfortunately, after the migration began, network related issues occurred that were not present in the initial testing/benchmarking phase of the new location. Only after live-traffic was present on the network did these issues being to appear, which has led to the issues you have experienced.
This has impacted our Shared Hosting, Virtual Private Server, DNS, and VPN service in the Netherlands equally.
Friday, July 11th, there is planned maintenance to correct these issues. Scheduled to arrive at the datacenter in Amsterdam tomorrow is new hardware which will be used to replace what we believe is some faulty components. We do believe that this will correct the issue moving forward. There will be downtime during this maintenance, but we do believe that this will resolve the issue moving forward. We do not know the exact time of this maintenance, it will occur sometime after the scheduled delivery of the hardware (6AM EST / 12PM CEST).
!!!! UPDATE !!!! July 12th, the package that was intended to arrive today by 6AM EST (12PM CEST) to the datacenter in Amsterdam has taken an unfortunate detour to Italy, per the FedEx tracking number. It is unlikely to arrive today by the end of the day. We will post further updates related to this here.
!!!! UPDATE !!!! July 13th, the package is now in ROISSY CHARLES DE GAULLE CEDEX FR, per the FedEx tracking. The new expected date of delivery is Monday. There is nothing we can do to make this be delivered faster. It was expected to arrive Friday, July 11th. No one wants this delivered and this issue resolved more than we do.
We understand the frustration of all of those impacted by this, and we are quite frustrated by the situation ourselves. Our Netherlands based services have always been top notch and of high quality, and after the migration the quality fell well below not only our standard, but the standard of any serious business. We cannot apologize enough for the inconvenience caused by this and are working diligently on restoring service to a production quality state.
Please do not open a ticket regarding this issue We have been and continue to be aware of the situation. We, like you, are waiting for a fix as well. We remain hopeful that tomorrow's maintenance will correct this.
